The RoleAn experienced Support Analyst responsible for incident and request management with a swift turnaround on production systems for the Transfer Agency Business Support team (TABS). This person will also be required to collect, process, and analyse data for a variety of business concerns.Skills and ExperienceCompetenciesFormal SQL trainingKnowledge of ITIL and SDLCIn-depth knowledge of specific systems worked on: LOB, Sapphire, Collapsed API, FiscusExperience working in DevOps teams advantageous.Analytically inclined and solution driven.Building and maintaining good relationships with all other divisions within FNZ, suppliers, and clientsEffective business and solutions analysis.Creative problem solving and solution thinking.Ability to document training content and facilitate training for end users.Ensure daily log management process and policies are followed.Follow good data practices.Assist in the mapping of data between systems.Assist in analysing data and providing trend reports.Using tools and techniques to visualise data in easy-to-understand formats, such as diagrams and graphs.Monitoring data quality and removing corrupt data.Ensure compliance with FNZ's data privacy policy.Manage documentation related to data quality (standards, definitions, guidelines etc)Keen understanding of data terminology and principles.Able to present and communicate concepts and ideas clearly to an audience.Driving a Data-Driven approach to decisionsProvide input to data quality deliverables, conduct root cause analysis into anomalies & provide feedback to data governance facilitator.Experience:Knowledge of the financial industry minimum 2 years.Experience in second-line support role (Minimum 3 Year)Experience in technical analysis including testing (Minimum 5 Year)Experience with software implementation projects preferred.Experience with working in project teams preferred.Knowledge of Data QualityExcellent digital literacyQualifications:Minimum MatricTechnical Degree or Diploma (in related industry) advantageousFormal testing training advantageousDevOps / ITIL fundamentals advantageousFormal technical analysis training advantageous.Understanding of Data Stewardship advantageousRelevant data certifications advantageousKey AccountabilitiesProvide System Support for FNZ SA legacy Line of Business systems.Prepare data fix scripts.Perform root cause analysis and provide possible solutions.Technical Log/Requirement Analysis & DocumentationManaging resolution until completionPerform testing (Performance, Regression, Functional, Integration, UAT etc)Contributing to design for internal controls with the relevant technical teamsContribute to Knowledge Base Identify and raise IT Risks, completion of Risk Events and identification of mitigating controls.Provide robust and continuous communication to clients, service providers and internal stakeholders and partners.Provide training content and facilitate training for users of technical solutions.Change Management for releases/implementations.Assist with learning and development and training/ knowledge transfer including training and knowledge base updates.Review scripts.Provide afterhours standby support.DR TestingMaintenance weekend testingContinuously improve your knowledge by growing and developing yourselfPersonality and AttributesCommitment to excellence and delivery to customersAbility to quickly grasp new requirements and concepts.Methodical, attention to detail and accuracy, with a strong work ethic and a focus on qualityLateral and critical thinker with the ability to solve problems.Positive attitudeAbility to be flexible and work in a stressful environment.Must be calm, composed, and work well, under pressure.Strong communication skillsExcellent interpersonal skillsSelf-motivatedAbility to work standby. Self-starter with initiativeAbility to prioritize efficiently.Ability to work longer hours on occasion.Ability to guide and mentor others.Comfortable working in a hybrid between home and office and being managed by outcomes.
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